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25+ Omnichannel Customer Service Statistics You Should Know in 2025

25+ Omnichannel Customer Service Statistics You Should Know in 2025

June 17, 2025
8 mins
The omnichannel customer support stats your team can’t ignore.
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25+ Omnichannel Customer Service Statistics You Should Know in 2025
  • 56% of customers have to repeat themselves due to disconnected support channels.
  • Omnichannel service boosts CSAT to 67%, compared to just 28% for multichannel.
  • Companies using it see up to 15% more revenue and 35% more customer loyalty.
  • Integrated tools cut wait times by 39% and lower service costs by up to 35%.
  • Only 13% of businesses fully carry customer context across channels.

A customer reaches out through your website’s live chat with a simple question. Hours later, they follow up via email. The next day, still waiting for a clear answer, they call your support line.

By this point, they’ve used three channels and repeated their issue to three separate agents.

They’re not alone: 56% of customers say they have to repeat themselves during support interactions. With no shared context or continuity, frustration builds.

Omnichannel customer service is designed to fix this.

In this blog post, we break down the key stats behind the shift to connected support and why businesses can’t afford to ignore it. Let’s begin!

Why omnichannel customer service matters in 2025

Omnichannel customer service helps businesses respond faster, reduce pressure on agents, and keep track of customer issues without starting over each time. It also helps teams spot problems early, identify trends, and improve service quality.

When support systems aren’t connected, these opportunities are harder to spot, and customers notice the difference.

That’s why consistency matters. Research shows that 24% of customers would stop buying from a brand after just one bad experience.

 Image showing the reason why customers leave brands
Why customers stop buying from brands -Source

How Plivo streamlines omnichannel support for better outcomes

Plivo is an all-in-one omnichannel customer service platform that helps you deploy AI agents, which can deliver faster answers, fewer handoffs, and smoother customer journeys across every channel.

But, Plivo’s AI Agents go beyond chatbots. It can engage in human-like conversations, understand intent, and guide customers from discovery to purchase. Whether it’s voice, WhatsApp, webchat, or SMS, they respond with consistent context and clarity across all channels.

For example, if you’re a retail business, Plivo’s AI Shopping Agent can help customers instantly find the right products, compare options, and check what’s in stock. Your customers get quick answers, and your team can focus on more important conversations. 

Image depicting Plivo’s AI Shopping Agent feature
Find the right products, compare options, and check stock with Plivo’s AI Shopping Agent.

Similarly, with Plivo, you can build AI Sales Agents to qualify leads, recover carts, book appointments, and suggest products. On top of that, each agent is fully customizable to match your brand’s voice and integrate with your product catalog, FAQs, and business rules.

Image depicting Plivo’s AI Sales Agent feature
Qualify leads, recover carts, book appointments, and suggest products with Plivo’s AI Sales Agent.

Plus, with Plivo’s Unified Agent Desktop your support team can see conversations from every channel on one screen and can intervene when needed. 

With built-in tools like live call barge-in, real-time coaching, and in-depth analytics, you’ll stay in control while your AI agents handle the workload.

 Image showing the dashboard of Plivo’s Unified Agent Desktop
View all conversations from every channel in one screen with Plivo’s Unified Agent Desktop.

If your business is ready to scale personalized service across channels, Plivo makes it possible. Get started for free today.

Put your customers conversations on auto-pilot

Get started with Plivo's AI Agents today, to see how they turn customer conversations into business growth.

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